FAQ - ALD carmarket

How to register in my country?

- Click on the sign-up button at the top right.

- Fill out some information about your company and yourself.

- Upload a few documents such as international shared documents and local documents that will need to be reviewed by us.

- You will be notified by email when your registration is successful. If we have any questions, we will contact you directly to complete the missing information. You can follow the progress of your registration in the different countries at any time via My Account page on Ayvens Carmarket.

What are the necessary documents to register?

The requested documents may vary slightly based on your position within the company and local specifics.

The documents requested are:

Company Name
Trade Name
Copy of the company’s Tax Identification Card
Updated Commercial Registry Certificate (code)
RCBE – Central Registry of Beneficial Owners
Official Document Confirming NIB / IBAN
Complete Address

Company Phone Number
Contact Email

Details of the Operational Business Responsible - Bidder and/or Interlocutor:

-Name
-Mobile Phone
-Email
-With photocopies of the Tax Identification Number and ID card and/or Citizen Card

During the registration process, you will be contacted to complete the necessary data for registration

What can I do in case of missing / invalid document?

If you already have an account with Ayvens Carmarket, our team will get in touch with you soon

I forgot my login/password

Don't panic! If you have forgotten your password or login, it is possible to reset it: Reset your password. You can also reset it as soon as you want via the login portal by clicking on Forgot username/password. You will then receive an email explaining how to reset your password.

I want to change my password

If you want to modify your password, you can reset your password via the login portal. You can also change it as soon as you want via the login portal by clicking on Forgot username/password.

I need to modify information on my account

To change your information, log in to your Ayvens Carmarket account and click on My Account at the top of your screen. You will then be able to change your information, as well as your marketing preferences. You will also be able to change your Ayvens Carmarket username and password.

My account is suspended, how to reactive it?

For diverse reasons, some Ayvens Carmarket accounts may be suspended. To know the exact reason or to reactivate it, we invite you to contact us.

My account is suspended, I need to access to previous purchase information

For diverse reasons, some Ayvens Carmarket accounts may be suspended. In this situation, we invite you to contact us so that we can provide you with the best possible support.

I want to delete my account

If you would like to delete your Ayvens Carmarket account, we invite you to contact us so that we can give you the best possible support.

What are the type of auctions available in Ayvens Carmarket ?

In Ayvens Carmarket there are 3 types of auctions available:

1. Auction: Similar to a traditional auction, vehicles are presented with an initial price, and bidders submit their bids. The highest bid is displayed, and if it’s surpassed, the bidder must place a new bid. Bids have a minimum increment of 100 euros. If you outbid another bidder or if your bid is surpassed in the final seconds of the auction, it automatically extends by 1 minute. Keep in mind that the time accumulates with the previously assigned time. Alternatively, there’s the option of:

2. Auto-Bidding: Works similarly to the previous auction type. However, in auto-bidding mode, you only need to input your best bid for a vehicle. The system automatically bids on your behalf, starting from the lowest price and incrementing by 100 euros against any other bidder’s bid until they stop bidding or the price reaches your predetermined maximum value.

3. Fixed Price / Buy Now: The displayed price is the amount to pay. However, the quickest bidder wins. By using this option, you secure the vehicle without the risk of a higher bid or waiting until the end of the auction to find out if you were successful.

4. Closed Sale (Best Offer): You have the option to submit a closed bid. At the end of the auction, the highest proposal wins.

Please note that auction types may vary by country and may not be available in your specific location. If you have any further questions, feel free to ask!

Can I see the offers from other clients during an Auction?

In auction sales, it is possible to see the best bid on the vehicle. You can learn more about our different types of auctions by going to the FAQ "What are the type of auctions in Ayvens Carmarket".

When is the next auction event ?

According to the country, there are different calendars for auctions. You will receive notification by email or you can download our mobile application ""Ayvens Carmarket"" to be immediately notified.

Do the vehicles include VAT?

A mention is displayed in Ayvens Carmarket to indicate if you need to bid with or without VAT Please note that most of the sales are VAT included. In case the prices are VAT excluded, you will have to pay the VAT in your own country.

A note is displayed on Ayvens Carmarket indicating whether the bidding value includes VAT or not.

In Portugal, auctions normally include VAT. If prices do not include VAT, a note will be displayed in the auction

I want to cancel or change my bid during the auction

- It will only be possible to cancel a bid while the auction has not yet closed. To do this, you must urgently contact the sales team via telephone.

- If the auction has already been closed, the supplier will no longer be able to cancel the sale.

- It will not be possible to change bid values.

Do I need to bid with or without VAT?

on Ayvens Carmarket, a note is displayed indicating whether the bidding value includes VAT or not.
Note, however, that most sales include VAT.
If prices do not include VAT, you will have to pay this tax in your country.

Do I need to pay with or without VAT?

For local purchase, you need to pay VAT included.

For export purchase inside EU, you don't need to pay VAT if you provide the export documents required on time.

For export purchase outside EU, you need to pay VAT. You will be refunded once you will send all export documents required.

What extra costs will I have?

Depending on the country, besides the price of the vehicle, you will also have to pay:

- The fees

- The transport

- The transfer of ownership

What is the information I can find on the vehicle?

Please consult the vehicle details and equipments.

I want to know the damages

Please consult the apraisal report.

I want to know the vehicle's maintenance history

Please consult the maintenance history.

I want to know the CO2 emission

Please consult the vehicle details.

What is the process if I win a vehicle?

1. Award Notification

After the conclusion of each auction, if you have placed a bid on a vehicle, you will receive an email confirming or denying your purchase.

2. Payment

The vehicle must be paid for within 5 working days.
You will receive an email confirming that we have received your payment, which includes your withdrawal authorization.

3. Pick-up

You will have to pick up the vehicle within a maximum period of 5 working days after the date of notification, and you will have to inform the park at least 48 hours before picking up.

You will receive an email with delivery authorization, which you will need to share with your carrier. The transporter will have to present this email at the park in order to pick up the vehicles.

If you are the owner, you will also have to present your email address to be able to collect the vehicles.

How do I know if my bid was successful?

You will be notified in different ways that you have won a vehicle.

First, you will receive an email confirming your purchase.

You will also be able to view the vehicles you won by logging into your Ayvens Carmarket account, and going to My orders.

I want to cancel my awarded vehicle

It is not possible to cancel the purchase of a vehicle.

How do I know if my bid was unsuccessful?

If your bid is not the winning one, you will be notified via email.

You will be able to view the vehicles you were unable to purchase through the ‘My Purchases’ page by logging into your Carmarket account.

I want to know my rank before the auction closes

Your bid is available on the “In progress” page on the Ayvens Carmarket platform.

I want to know the final price of a vehicle that I haven't acquired

The awarded price is not communicated.

What can I do in case of missing document?

If you already have a Ayvens Carmarket account: You can log in to Ayvens Carmarket and access the "My Account" page or contact us via the email address: apoio.profissionais@ayvens.com

Can I receive the vehicle documentation?

All the documentation is available inside the vehicle.

When will I receive my Car registration document ?

After the payment confirmation, you must proceed with online registration.

I need to access to the assessment report

When the auction is taking place, you can obtain the document on the vehicle page.

When the auction ends, you can obtain the evaluation report on the ‘My Purchases’ page.

I need to access the maintenance history

When the auction is taking place, you can obtain the document on the vehicle page.

When the auction ends, you can obtain the maintenance history on the ‘My Purchases’ page.

I have not received my invoice to pay for the vehicle

Make sure the vehicle was sold to you on the ‘My Purchases’ page.
If you have not received the document within 72 hours of purchase, send us an email to: apoio.profissionais@ayvens.com

I have a question about the invoice

If you have any questions regarding the invoice, please contact us by e-mail: apoio.profissionais@ayvens.com

I haven't received my pick-up authorization

Make sure you paid the total amount of the vehicle.

If you haven't received your pick-up authorization 72h after the payment, please contact us by e-mail: apoio.profissionais@ayvens.com

I have a question regarding my pick-up authorization

If you have any questions regarding the pick-up authorization, please contact us by e-mail: apoio.profissionais@ayvens.com

Which export docs do I need to send?

At least, you need to send the CMR stamped and signed

According to countries, you may have other export documents to send such as the Transport Declaration and the Entry certificate

Please note that if you don't provide all the requested documents, VAT will be invoiced.

How can I send my export documents?

All export documents must be sent to the following mailbox: cmrisc@ayvens.com

What is the global process after sales?

1. Purchase notification
After the conclusion of each auction, if you have placed a bid on a vehicle, you will receive an email confirming or denying your purchase.

2. Payment
The vehicle must be paid for within 5 working days.
You will receive an email confirming that we have received your payment, which includes your withdrawal authorization.

3. Pick-up
You will have to pick up the vehicle within a maximum period of 5 working days after the date of notification, and you will have to inform the park at least 48 hours before picking up.
You will receive an email with delivery authorization, which you will need to share with your carrier. The transporter will have to present this email at the park in order to pick up the vehicles.
If you are the owner, you will also have to present your email address to be able to collect the vehicles.

4. In case of export
Submit all documents required to prove the export.

5. Keys and vehicle registration documents
The keys and manuals will be inside the vehicle.

How should I pay?

Payment must be made in full using a NIB that will be assigned. You will need to send proof of payment to facilitate reconciliation.

What is the payment delay?

Payment must be made within 5 working days from the date of notification.

I will have some delay to pay the vehicle, what can I do?

You will have to communicate by sending an email to apoio.profissionais@ayvens.com, presenting the reasons for the delay in evaluation.

Where can I find the bank account number to make the transfer?

The NIB will be sent to you after your first purchase.

I have a question on my invoice

Please contact us by e-mail: apoio.profissionais@ayvens.com to communicate your question

How do I know if my payment has been received?

You will receive a notification confirming your payment has been validated within the 72 hours after the payment.

Where can I pick up my car?

The pick-up address is indicated in the pick-up authorization you will receive after the payment confirmation.

What are the delivery hours?

Contact the park at least 48 hours before pick-up, and confirm the time

What is the process for picking up the car? Do I need to contact the park?

You will have to pick up the vehicle within a maximum period of 5 working days after the date of notification, and you will have to inform the park at least 48 hours before picking up.

You will receive an email with delivery authorization, which you will need to share with your carrier.

The transporter will have to present this email at the park in order to pick up the vehicles.

If you are the owner, you will also have to present your email address to be able to collect the vehicles.

What are the cancellation fees?

It is not possible to cancel purchases

When will I be reimbursed?

After evaluation, and if the cancellation of the purchase is accepted, the refund is made within 30 days after validation of the cancellation

What evidence do I need to present to make a complaint?

To open a complaint, you must present the following information:

Vehicle information

*Vehicle identification
*Description of the complaint
*Proof of transportation/collection, mentioning the delivery date and the condition of the vehicle (delivery vehicle)
*Images
- 1 photo of the odometer to prove the mileage
- 1 photograph of the entire vehicle, with the registration plate clearly visible or 1 photograph with the VIN number
- 2 photographs for each damage (general aspect + zoom)

You will need to provide the following information for the case to be handled:

* Estimate issued by a qualified independent entity within 8 days after the date the claim was opened.

If information and documentation are not provided in a timely manner, the complaint will be closed.

This information refers to the General Support Conditions, which you must request via email apoio.profissionais@ayvens.com

What are the conditions for my complaint to be considered?

Your complaint must meet the following conditions:

- Complaint sent via the ‘Contact Us’ Form or via email apoio.profissionais@ayvens.com at Ayvens Carmarket within 3 working days after delivery or collection.
- All required documents and information sent within 8 days.
- The vehicle cannot have been driven more than 50 km since the time of collection, except for picking up, moving and driving by the vehicle itself, in which the mileage of the direct route to your premises may be allowed.
- The complaint cannot be related to the following items:

Ayvens does not assume any wear and tear materials or similar material that the automotive market, across the board, includes in this family of components, remaining consistent with the policy of the official brand of the vehicle in question, meaning:

• Brakes;
• Clutches;
• Shock absorbers;
• Brushes or similar material

As an exception, engine flywheels are considered wear material, but due to the specificity of their operation, their consequences, as well as their cost, we consider accepting claims for vehicles up to a limit of 100,000 km.

How does the complaint process work?

1. Report the complaint using the ‘Contact us’ form on Ayvens Carmarket or via email apoio.profissionais@ayvens.com, gathering all the information and documentation.

2. The quality department will review your request.

3. You will be contacted to inform you of our decision on the complaint within 6 working days after placing your request.

I intend to report the lack of accessories.

Please confirm with the MACADAM report before reporting a claim, refer to the vehicle information, inspection report and maintenance history to confirm that the damage has not already been reported.

I did not receive the same model that appears in the vehicle description

You should get in touch via email apoio.profissionais@ayvens.com.
Consult the vehicle information, inspection report and maintenance history to confirm that the damage has not already been reported.

I would like to report a mechanical problem.

You should get in touch via email apoio.profissionais@ayvens.com

Consult the vehicle information, inspection report and maintenance history to confirm that the damage has not already been reported.

I want to report a problem related to the interior/cabin.

You should get in touch via email: apoio.profissionais@ayvens.com

I would like to report a problem with the body or paint issue.

You should get in touch via email: apoio.profissionais@ayvens.com.

Who is my main point of contact ?

The Local entity will be in charge of all local related topics The International Service Center will be in charge of all international related topics For any request, please use the contact us form and it will be sent to the dedicated team.

Having a question? Find your answers here!